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Listen to this free support services virtual summit on self-service service success and deflection, hosted by TSIA and our partners, Coveo and DB Kay & Associates, Inc. During this 4-hour recorded event, guest speakers from Extreme Networks, Hewlett-Packard, Informatica, and more, discuss how their companies are currently measuring success and deflection in their self-service offering, as well as share self-service best practices and learnings you can apply to your own organization.

About This Free Support Services Virtual Summit

In this virtual event, we talk about the top issues related to self-service, including:

  • Measuring self-service success. Are your customers easily able to find the answers they're looking for?
  • How to measure deflection. Are your self-service support interactions effectively solving customer issues, avoiding a costly call, email, or chat?
  • How to boost self-service success and deflection. Which features should you include in your self-service offer that will increase adoption of this support channel?

You will learn why self-service support is important to the top and bottom line financial performance for support and why measuring its success is key to internal and external conversations relative to satisfaction and loyalty. We'll also be highlighting ways to stop the internal arguments regarding accuracy of these numbers.

Summit Agenda and How to Watch

This recorded event is co-moderated by TSIA’s VP of Technology and Social Research, John Ragsdale, and VP of Customer Success & Support Services Research, Judith Platz. You will also learn from the following industry professionals:

  • David Kay, Principal, DB Kay & Associates, Inc.
  • Jennifer MacIntosh, VP, Customer Success, Coveo
  • Ryan Mathews, Manager of Service Operations, Extreme Networks
  • Ashimendu Bose, Director - CSC Infrastructure, Automation & Knowledge Management, Hewlett-Packard Enterprise
  • Pattabhi Raman, Senior Manager, Global Support Infrastructure, Informatica
  • Patrick Quinlan, Manager, Technical Support Knowledge Services, Citrix

Click here to watch this virtual summit on-demand!

Editor's Note: This online event has already passed. To learn more about the topics discussed, as well as about membership in TSIA's Support Services research practice, contact us here

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Nicole Dornsife

About Author Nicole Dornsife

Nicole Dornsife is the former senior content manager for TSIA. She has over 10 years of experience writing for the software and SaaS industries, and joined TSIA in 2014. She managed the TSIA blog and regularly collaborated with TSIA's research team and partner companies to publish their insights on the latest news in the technology and services industry. She also provided editorial support for TSIA’s conferences.

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